Objectives • List the components of the communication model • Discuss ways to make verbal communication collaborative and effective • Relate ways to improve listening skills • Identify common communication barriers and how to overcome them
Five Guidelines to Create a Supportive Climate 1. Discuss problems descriptively, not evaluatively 2. Describe situations with a problem orientation, not manipulatively 3. Offer alternatives provisionally, not dogmatically
Climate: Problem-Oriented rather than Manipulative • Plan opening remarks descriptively • Allow for problem solving • Avoid preplanned solutions • Promote others initiating solutions • Repeat what you have understood
Climate: Egalitarian rather than Superior • Treat clients as equals • Avoid being superior • Show respect • Emphasize collaboration • People uphold their own solutions
Climate: Empathic rather than “Neutral” • Put yourself in the other person’s shoes • Demonstrate that you want to understand • Allow person to express feelings/concerns
Paraphrasing the Client or Employee • Paraphrase comments/problems/feelings • Paraphrase critical information • Shows you are trying to understand • Ask person to paraphrase plans/actions • Can lead to added disclosure
Self-Assessment • Paraphrase the following: – Client: “I’ve been overweight most of my life. I’ve tried many different diets. I lose a few pounds and then gain it all back”
Nonverbal Communication and Image Management • Usually more influential than verbal • Monitor own nonverbal messages • Monitor other person’s nonverbals • Varies with culture
Cultural Context • Patient-centered approach – Assessing cross-cultural issues – Exploring the meaning of the illness – Inquiring about the social context of living – Engaging in collaborative negotiations
Positive Affect Must be Consistent • Communication should be supportive • Treat others with respect • Create environment of trust & openness • Observe nonverbal cues • Respond in an affirming way • Verbal and nonverbal messages must be congruent
Negotiation • Refers to the exchange of alternatives for dietary change between the professional & client • A process of exchanging goods/services & agreeing on the exchange rate